Document Control
| Field | Value |
|---|---|
| Document Title | Customer Complaint Form |
| Document Owner | Human Resources |
| Version | 1.0 |
| Effective Date | {{effective_date}} |
| Review Cycle | Annual |
| Classification | Internal Use |
Purpose & Scope
Capture, classify and resolve customer complaints in line with {{company_name}}'s customer-care commitments and regulatory obligations.
Complainant Details
| Field | Value |
|---|---|
| Name | {{customer_name}} |
| Account Number | {{account_number}} |
| Contact | {{customer_email}} |
| Preferred Channel | {{preferred_channel}} |
Complaint Details
| Field | Value |
|---|---|
| Date Received | {{date_received}} |
| Channel | {{channel}} |
| Product / Service | {{product}} |
| Severity (Low/Med/High/Critical) | {{severity}} |
Description of Complaint
Provide a factual, chronological description of the issue raised by the customer, including dates, reference numbers and prior interactions.
Investigation Summary
Document evidence reviewed, parties interviewed and findings.
Root Cause
| Category | Detail |
|---|---|
| People | |
| Process | |
| System | |
| External Factor |
Resolution & Goodwill Offer
Set out the agreed resolution, any goodwill gesture, and acceptance from the customer.
Resolution SLA
| Stage | Target | Actual |
|---|---|---|
| Acknowledgement | 24h | |
| Investigation | 5 business days | |
| Resolution | 15 business days |
Review Workflow
| Stage | Owner | SLA |
|---|---|---|
| Submission | Employee | Day 0 |
| Manager Review | Line Manager | 2 business days |
| HR Review | HR Business Partner | 3 business days |
| Final Decision | Department Head | 5 business days |
| Communication | HR | Within 1 business day of decision |
Notes
Use this space to capture additional context, attachments referenced, or any deviations from standard process. All notes form part of the official record.
Confidentiality & Data Protection
All personal data captured under this document is processed in accordance with {{company_name}}'s Data Protection & Privacy Policy and applicable data-protection legislation (including GDPR/UK GDPR where relevant). Records are retained for {{retention_period}} and accessed only on a need-to-know basis.
Signatures
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